Support from Bandlab/Cakewalk/Paddle(?) - Appalling! They cancelled my Sonar subscription!!!

[Skyline_UK]

The other day I received a reminder from some outfit called 'Paddle'* reminding me my annual Sonar subscription would be up for renewal this month on the 28th, payable via PayPal.  I'm happy for that to take place.  But it had used an email which I will not be able to use this time next year as the provider is phasing it out.  Some months ago I told Bandlab this and my account there reflects my new email.  They don't seem to have a mechanism for telling Paddle this....  I emailed Paddle 'support' who said they couldn't help but would pass my query on to Bandlab.  But this morning I get an email from 'Ashwin' in Cakewalk saying 'I see that you've already cancelled your membership....'   WHAT??  I have replied saying this is not the case, asking where on earth he got this information from.   All this because I wanted to tell Paddle about my email change....

* Paddle bot conversation:

"I did not cancel my subscription!"     "Ok, one moment while I process your request."

"It looks like this subscription has already been cancelled. It is no longer active. Rest assured this will not renew."

Come on Cakewalk, this is a poor way to treat a customer of decades.  I don't want to lose access to Sonar at the end of this month. 

Edited 9 hours ago by Skyline_UK

[Bass Guitar]

And now you know why nobody likes subscribing. 
Im sure once you connect with a real person they will sort it out. 
 

But luckily I see it is on sale now for only $70 so it’s a good time to renew. Just start a new account with your new e mail. 
I had to do that to get the discount over a year ago. The discount is usually not available to members. So you might save money by becoming a new member. 
 

Edited 4 hours ago by Bass Guitar

[Bass Guitar]

Yep. I tried to get the discount but I am locked out on both accounts. 
The first one was from almost 2 years ago when Sonar was released. I signed up for monthly in hopes that they would eventually be selling it. Buy that Summer it was clear that wasn’t going to happen. But when I tried to switch to annual which was on sale for about the same price as it is today I was told NO. 
A few of us complained that this was a poor way to treat loyalty!! 
So I just created a new account with my other email. 
That ran out last July and now I am expected to pay full price. My only option would be to create a new email account. It’s just not worth it. 

[mettelus]

1 hour ago, Bass Guitar said:

The first one was from almost 2 years ago when Sonar was released. I signed up for monthly in hopes that they would eventually be selling it. Buy that Summer it was clear that wasn’t going to happen. But when I tried to switch to annual which was on sale for about the same price as it is today I was told NO. 

Confused me on this... I thought if you canceled an account or let it expire that you could renew to take advantage of a sale? That is not the case?

[Bass Guitar]

The message you will get is you are already signed in and the price is not the discount.  The discount is only for new accounts. As I said we complained about this in July 2024 and were told they would "look into it" guess not. 

So I had my 3rd email which is what I'm using for this user name. That worked to get the discount. 

What was interesting is on checkout it showed your fee $70 and then next year renewal as $99. 

So that seems a bit different than before. Because when I went to renew this last July it was $189 and the sale price was I think $59 that was showing in a pop up when you opened Cakewalk or Sonar that month. It only lasted a few days and then they announced the end of Cakewalk, I feel sorry for anyone who was foolish enough to pay the$189